If you need to find more information on specific support related issues then please follow the information links below:

I looked at a product a few moments ago, when I went back in to double check the availability the price had increased. Why has this happened?
A. All of our prices and stock availability information is displayed in real time, therefore whenever there is a price change the new information is immediately reflected to our website. Our system has been written in this way so that we can provide you with the correct information prior to you purchasing.

How does your product search work, it seems quite a lot different to search engines I've used in the past?
A. Our Product Search Engine is one of the most advanced around, it lets you search on a single field product name or on multiple fields. By searching in this way you should be able to find the product that you are looking for faster and easier.

How are you able to offer your prices far more competitively than your competition?
A. Due to our in-house manufacturing plant, streamlined business model and levels of automation we are able to greatly reduce the costs of our business, this allows us to run our business more efficiently and pass the savings on to you.

If I want to buy something from Pinewrap® .com, is my credit card number safe from hackers?
A. During and after the checkout process your credit card details are encrypted, once you reach the screen where you enter your details you are on our secure server, after your order is placed your credit card details are then encrypted again to prevent anyone accessing them.

How secure is buying over the web / I've heard horror stories about other Internet companies?
A. If we look at the security issue first, when you type your credit/switch card number into our site, our web site is in secure mode. This means that the information you type in will be encoded and our server decodes it. In layman's terms this means that anyone "listening" to traffic en-route will be able to make no sense of the number. Our system the "Secure Socket Layer" works, every trading web company uses it. You will be able to tell if you are in secure mode when a little padlock appears bottom right of your screen.

Secondly if you are a UK resident using a UK issued card for a transaction over £100.00 you are automatically protected by Section 75 of the Consumer Credit Act 1974. This means that if a trader fraudulently charges your card for something that you did not order then the credit card company are equally liable for the debt. In practise this means that the credit card company would refund you for the fraudulent charge whilst making the corresponding charge directly to us. Given the above, in practise putting your card details into a secure Internet site are much safer than giving them over an unsecured telephone line.

Once you have my email address and personal home/business address, is it your standard practise to send unsolicited mail?
A. At Pinewrap® we work on the strict principal that our customers only receive the things that they ask for. From the goods that you buy to the invoice you receive. Furthermore once your data is with us. We will NEVER pass it on to any other companies.

If I place an order with Pinewrap® .com will it all be dispatched together or in bits and pieces?
A. In most cases, any order that you place with us will be dispatched together, if you are in need of an item before others on the same order then you should separate the order. Only when all items are in stock will your order be despatched.

How can I pay for my order?
A. We currently accept Visa/Visa Electron/Mastercard/Solo/Debit and Switch.

We do not accept Amex or credit cards issued outside of the UK. Additionally for trade customers, we accept BACS, CHAPS and / or cheques ( 10 working days clearance is required ) for orders over the value of £1,000.00 (ex VAT). Please make all cheques payable to:

Pinewrap®
Humber Road
Barton Upon Humber
North Lincs
DN18 5BN

Can you ship my order to my work address?
A. When you place your first order with us, we can only ship it to your credit card billing address, i.e. the address that your bank has you registered at. On your second and subsequent orders you can specify an alternative address. By specifying an alternative address it may delay your order by 24 hours due to the security checks that we need to perform before despatching your order.

Can I call Pinewrap® to place an order?
A. Orders can only be placed with Pinewrap® via our website. The telephone lines are provided for support purposes/order status queries. Our website has been designed so that any assistance that you need to place an order can be found on our website, this enables us to reduce our support staff overhead and therefore pass those savings on to you. If however you can't find the help that you need please do call us and we will assist you in placing your order but we cannot guarantee that you will benefit from all of our special web prices.

If I've placed an order on your site, am I able to amend it later?
A. If you're order has already begun to be processed then you will not be able to amend your order. We start work on your order the minute you hit the checkout button, therefore amendments may not always be possible.

If I have a problem with a product that I have ordered from you, how do I get help?
A. You can use our online returns which allows you to send a request directly to our Technical/Returns Team, where you should receive a response within 24 business hours.

What shipping options are available to me?
A. Depending on your location we can generally ship to you next working day. If you are ordering from Northern Ireland / EIRE or the North of Scotland then your order could take up to 3 working days. Approximate lead times will normally be shown on the product information.

How do I track my open order(s)?
A. If you go to the Account section you will find any orders that have not yet been despatched with a status linked to it. Once an order has been despatched it will show the invoice number and courier consignment number. When you have the consignment number you can go to our shipping support page and track your order from there.

How do I view my past orders?
A. You can view your order history by going to Account section. Here you will see your orders in invoice number order, by selecting an invoice, you can see what items were on the orders and who ordered them.

I sent a product back for replacement. How long will it take until I get my replacement?
A. You should receive a replacement or credit within 10 working days, you can track the RMA through the online returns section.

I placed an order 2 days ago for 3 day delivery yet your site still shows awaiting dispatch, when am I likely to receive my order?
A. If you place your order on a Monday (before 3:00pm) our obligation is to get the order to you by the Thursday providing that all items are in stock. If on the Wednesday your order still states "Awaiting Dispatch" then we will simply ship it on a next day service so that you will still receive your order on time.

I need to find out more information about a product, what do you suggest?
A. In the rare event that you cannot find the relevant information on our site then we advise you to, in the first instance to e-mail us, else telephone the sales helpline for more information.

If I am not home when the couriers try and deliver my order what happens to it?
A. If no one is home to accept your order then you will be left a calling card and the goods will be returned to your local depot. You may contact the couriers to arrange a suitable redelivery date, or alternatively it may be possible to pick up the order from your local depot. (Please confirm this with the courier first). Identification will be required on request.

My order has been awaiting dispatch for over three days now, what should I do?
A. There maybe a problem with one or more of the items on your order. Please contact our Customer Support Team as soon as possible and we will investigate any hold up with the order and advise you on the best way to rectify the issue.

If I place an order over the weekend when can I expect to receive it?
A. If you place it on a next day service then you can expect to receive it the following Tuesday, if you place it on a three day service you can expect to receive it on Thursday.

Once my order has been dispatched can I request it to be redirected somewhere else?
A. Assuming that it is not your first order then you may request your goods to be redirected to an alternate shipping address. In order to arrange the redirection then please contact our Customer Support Team. Please note that a charge may be applied for this service.

Can you specify a timed delivery?
A. Unfortunately we cannot currently specify a timed delivery and all orders are usually delivered between 9am-6pm Mon-Fri. However you may contact the couriers once the order has been dispatched and ask them for an approximate delivery time, but there are no guarantees.

If I place an order and something is out of stock what happens to the rest of my order?
A. Unfortunately if something is out of stock on your order then we will not dispatch any of your order until everything is in stock. If however an item has been showing out of stock longer than the quoted lead time on our site then please contact our Customer Support Team and we check the availability of this item for you. In general the best solution is to cancel the out of stock item(s) off the order so the rest of the order can be dispatched forthwith, or alternatively you may choose to wait for all of the items to arrive in stock before the order is dispatched.

When do you take payment for my order?
A. We do not charge debit / credit cards until the order is ready to be shipped. All orders that are placed will only be charged when the goods are ready to be dispatched. Your order will only be processed and dispatched once authorisation of your credit / debit card has been properly received.

I have just recieved my order but there is no VAT Invoice?
A. You can view / print all VAT Invoices online. Just click on Account, Orders, then Ledger to view the Invoices online.

What is the Time Limitation for Notification of Claims?
A. Damage in transit: If goods arrive in a damaged condition you must make a note on the carrier's delivery consignment note and it will be your responsibility to inform us within 2 days from delivery with relevant photographic evidence.

Shortages: It is your responsibility to sign for the correct number of packages as shown on the carrier's delivery consignment note. Any shortages must be noted on the consignment note and it will be your responsibility to notify us within 2 days from delivery.

Incorrect Goods: It is your responsibility to notify us of any incorrect goods supplied immediately from delivery and we will advise you of the correct procedure for rectifying this.

Non-Deliveries: We will not accept liability for goods lost in transit unless we are notified within 10 days from the expected delivery date.

What is the Customer Support opening hours?
A. We are open Mon-Thu 9am-5pm. Unfortunately we do not work Fridays, weekends and bank holidays. If you need to contact us outside our opening hours then please use email.

What happens if I am unable to check the contents of my goods at point of delivery?
A. If you are unable to check the contents of the package at time of delivery please sign for the goods as "UNCHECKED". Failure to do so may affect any warranty claims that you make thereafter.

I am having problems logging into the website, what should I do?
A. Please visit the login problems page.

I have been sent the wrong item, how do I report this?
A. In the rare event that you have been sent the incorrect item then please use our returns online service to report this discrepancy to us with relevant photographic evidence. On receipt of your RMA request we will issue you with an RMA number to return the wrong item back to us. The RMA will be given special priority and you can expect to receive the correct item within 48 hours of its return to Pinewrap®.

How do I return a product to Pinewrap® for replacement / refund?
A. Please use our returns online service to return the item. To access returns online click on Account > Returns. Simply follow the online instructions.

I received an order confirmation but my order has now been converted to a quote, why is this?
A. The order may have been converted to a quote for one of the following reasons:
Incorrect billing address supplied
Payment Declined / Incorrect card details supplied
No fax authorisation to ship to alternate address
Items out of stock / discontinued

What happens if my order is dispatched and I cannot take receipt of it, for reasons beyond my control?
A. The couriers will hold the goods for up to five days before returning the goods back to us. If you are able to contact either Pinewrap® or the couriers, arrangements can be made, for the order to be held at your local depot until you are available to collect, however, a charge may apply for this service and / or goods may be returned to us in which case charges may also apply.

Can I have my order left at my neighbours?
A. As long as this is not your first order, then this is possible.

What happens if I receive my order and it is damaged, or there are items missing?
A. This must be reported to Pinewrap® as soon as possible with the relevant photographic evidence and we will take the appropriate action.

What happens if the courier confirms that they have lost my parcel?
A. This must be reported to us straight away. We can then take this matter up with the Couriers, so that they can investigate this matter.

What happens if I don't receive my order and I placed it on a Next Day delivery?
A. If your order is not received on a Next Day Delivery, you must report this to us and we will investigate the reason for this, with the couriers.